How to reach support: live setup calls, group coaching, and reporting a problem (posts in the Facebook group never reach us)

You are stuck, you want a person, and it is not obvious which door leads to one. People arrive at this page asking it in very different ways: "who do i email for support?", "I bought Otto and I really need your help. Is it possible a zoom jam?", "I have 2 pending posts in the Facebook group talking about what happened. Please let me know if you have received them", and "I attempted to use the link but I could not login, register or reset my password to see if there has been any update to my ticket." All of those are answered below: where to write, how to get on a live call, where a bug report has to go so a human actually sees it, and what to do when it looks like nobody ever replied.

How do I contact support: the short answer

Email support at bookedsolid@kivimedia.freshdesk.com. That is the support email address, a person reads it, and writing to it opens a ticket in your name. If you would rather use a form, the help center is at support.booked.kivimedia.co and the ticket link is on it. If you want to talk to a person rather than read a guide, that email address is the shortest route there is.

Every way to reach a human (and the one that is not a human)

All of these work. Use whichever is nearest to hand, because there is no wrong door.

• Email bookedsolid@kivimedia.freshdesk.com from the address on your account. This is the main route and it reaches a person.
• Reply to any email we have already sent you. Your reply lands back on the same ticket with all the history attached, so you never start over and never repeat yourself. Reaches a person.
• The help center at support.booked.kivimedia.co - over 100 plain-language guides plus the ticket form. Reaches a person.
• The live chat on the help center. An assistant answers on the spot, and the name and email you leave mean a person can get back to you. See the note on that box below.
• Purchase, license or billing questions: you can also reply straight to your license email, which was sent from booked@send.kivimedia.co. That inbox is monitored. Use it for money and license matters; for everything else the support address above is faster.
• The Help buddy inside the app. This one does not reach a person. It is an assistant that knows the app's screens and can jump you straight to the right one, which often makes it the fastest answer at 2am. But nobody on our side reads what you type into it, so it is not where you report a problem.

Getting to the help center from inside the app

1. Click Help me in the top bar. The Help buddy opens in its own window.
2. In that window's header, click Help center. It opens support.booked.kivimedia.co in your browser, where you can read the guides and open a ticket.

The same link sits in Settings > General, in the support section, labelled Open the help center - directly beside Generate Support Bundle, which is precisely where you want both of them when something has gone wrong. Older guides call this in-app route Get Help. It goes to the same place.

Why the chat now asks for your name and email first

Both chat entry points show a short contact form (name, email, what is wrong) before the conversation starts. It reads as friction, so here is the reason. Before, an anonymous visitor could ask a real question and there was literally no address to send the answer to, so the conversation dead-ended and the person walked away thinking they had been ignored. The form exists so a reply can actually reach you. The chat assistant also answers in Spanish, French, German, Italian, Brazilian Portuguese and Hebrew.

How long does support take to reply

New tickets are checked every few minutes, and a written answer usually lands the same day. If a day has gone by with nothing, read the section on spam folders below before you assume you were forgotten - that is the cause far more often than anything else.

Want live help? You can get on a call

You do not have to solve this by email if email is not how you learn. One customer put it plainly: "I have tried time after time after time to get Booked Solid running and I keep hitting wall after wall. It's not intuitive and it's not user-friendly and I'm getting super frustrated." He went on: "I am not one for reading articles and following instructions. That is my least favorite way to learn... if you know what you're doing please let me know if you can help me out a zoom call would be my favorite method if possible." That is a fair ask, the answer is yes, and there are two ways in.

Book a 15-minute setup call

Pick a slot at https://kivimedia.co/15. We screen share, you watch, and we get your setup running live. No preparation, no forms, nothing to read first.

The timezone trap, because it catches almost everyone: the booking page opens on Israel time. If you look at it without changing anything, the hours look absurd and you conclude there is no availability. There is a timezone dropdown at the top of the page - switch it to your own zone before you judge the times. On most days there is a slot around 8am Eastern and another around midday Eastern.

It says 15 minutes, and that is deliberate so it is easy to book. If your thing needs longer, we stay on past the 15 minutes.

Two questions are worth having an answer ready for, because they make the call fast:

1. Which computer are you on, Mac or Windows?
2. What is the single biggest wall you are hitting right now - signing in, connecting your email, or something else?

While you wait for the call, leave everything as it is. A half-finished setup is fine and nothing you have done so far is wasted. If waiting is not workable, reply in your ticket with one sentence describing the wall, or a screenshot, and we will either fix it from our side or send you the exact clicks in order.

One more thing worth saying, because the people who book this call are often also worried about their money: your purchase is not at risk. If you bought a lifetime license you own Booked Solid for life on your tier, and nothing about the license changes however the setup goes. And if part of what is stopping you is wondering whether this even fits what you do, bring that to the call. It runs multi-stream outreach and follow-up for performers and speakers of every kind, two streams can run side by side, and it works alongside a CRM you already use rather than replacing it.

The free group coaching calls

Ziv runs a live group coaching call three times every week: Monday, Wednesday and Thursday at 11 AM US Eastern, at kivimedia.co/zoom. They started the week of 3 August and they are free for your first three months. No card, no commitment, no invitation needed, and anyone can drop into any of them.

It is not a webinar. Real setups get worked on live, so bring the thing that is stuck. There is no AI in the room, just people. If what you have been thinking is "can we get on a call", or "can someone get on a call with me", or "I need help setting this up", the next group call is the shortest path to a zoom call and it costs you nothing.

An honest limit: a scheduled one-to-one session is not a standard part of what you bought, and we would rather say that than imply otherwise. What is also true is that we do not leave people spinning. If a round of email has not got you there and the group call time does not work for you, say so in your ticket and we will get on a short call and finish it with you.

How do I report a problem? Posts in the Facebook group never reach us

This is the dead end that costs people the most time, so it goes first: posts in the Booked Solid Facebook group do not reach the support desk. Nobody on support sees them. If you posted in the Facebook group about something broken and heard nothing back, that is why. The post was never received here. It was not ignored.

A customer wrote to us after his morning run went wrong: "I have 2 pending posts in the Facebook group talking about what happened. Please let me know if you have received them." We had not. He had written the whole failure up twice, carefully, in a room we cannot read.

The confusion is completely understandable, and here is where it comes from. Otto genuinely can read Facebook groups. Once a web browsing connection is on and you have signed in to Facebook in that window, Otto can read your groups, threads and Messenger, and Settings > General has a Places I listen section where you save the groups you care about. That is Otto reading your groups on your behalf. It has nothing to do with our support desk being able to read the Booked Solid group.

None of this means the group is unwelcome or unofficial. It is a good room and people help each other in it. It is only that it is not a reporting channel and we cannot see it.

Where a report has to go, and how small it is allowed to be

Reply right in your support ticket, or email bookedsolid@kivimedia.freshdesk.com. Either one puts it in front of a person.

The bar is deliberately low: a line or two describing what went wrong, or a screenshot. That is the whole minimum. People who believe a report has to be exhaustive tend to post in the group instead of writing two sentences, and then the report reaches nobody. Two sentences reach us.

Attach a support bundle, and grab it right when it happens

If the problem is technical, reproducible, or the kind you cannot describe in words, add a support bundle. It packages the technical evidence so support can see what happened instead of guessing.

1. Open the Settings tab and stay on the General sub-tab.
2. Scroll to the support section and switch on the Support logging toggle.
3. Reproduce the problem once with logging on.
4. Return to Settings > General > the support section and click Generate Support Bundle.
5. Note where the file is saved, and attach it to your ticket.

The timing matters more than most people expect. Generate the bundle right when the failure happens. A bundle taken hours or days later, after restarts and other work, is much weaker evidence and often shows nothing at all. If the fault is intermittent, leave Support logging on until it happens again, then generate the bundle immediately.

Two things worth knowing. The bundle now shows support your real permission levels, so we can work from the logs instead of guessing what your setup allowed. And your pasted API keys are not in it - keys stay encrypted in the app's vault and never travel with anything you send. Switch Support logging back off once you have sent the bundle; it is not meant for day-to-day use.

"I never heard back" and where our replies actually land

Far more often than not, the real answer is the one customers reach themselves: your replies went to my spam folder. That is not a theory. A customer who was certain he had been abandoned found our answers sitting in Spam, marked them Not Spam, and had the app running right after.

So before anything else, search your Spam and Junk folders for bookedsolid@kivimedia.freshdesk.com, mark anything you find as Not Spam, and add that address to your contacts so future replies land in the inbox.

Do I need an account to contact support?

No. You never have to register, and you never have to reset a support portal password to see your ticket. If you have been trying to work out how do I check my ticket, or you got as far as "I can't log in to the support site" and gave up, stop fighting it. Every reply we send arrives as an ordinary email, and replying to that email adds straight to the same ticket. A portal account exists if you want to browse your ticket history, but it is optional and it is not how most people use support. If sign-up or password reset will not cooperate, do not spend another minute on it - email us instead.

Resolved, closed, and how do I reopen my ticket

When support marks a ticket Resolved, the help desk emails you a note that says: "Our Support Rep has indicated that your ticket has been Resolved. If you believe that the ticket has not been resolved, please reply to this email to automatically reopen the ticket. If there is no response from you, we will assume that the ticket has been resolved and the ticket will be automatically closed after 48 hours."

Read that as it is written, because people read it as a closed door and it is not one. Replying to that email reopens the ticket automatically. You are never locked out, you do not need to open a fresh ticket, and you do not need to explain the whole story again. Even after the 48 hours have passed and it says my ticket was closed, replying brings it back with its history intact.

"Please ask me before marking tickets as resolved"

That is a real customer's words, and he was right. He wrote: "I still have questions. As a matter of course you should never mark a support ticket as resolved without direct confirmation from the user. I responded to the thread with further questions. Please ask me and other users before marking tickets as resolved." The ticket was reopened, an apology was owed and given, and it stayed open until he said he was done.

So here is the standing commitment, in writing: a ticket should not be marked Resolved while you still have open questions. If it happens anyway, reply and say so. It gets reopened. That is on us, not on you, and you never have to be polite about it.

If this is you, you are in the right place

People ask for the same thing in a lot of different ways. Every one of these is answered on this page:

• How do I talk to a real person, or talk to a human at all?
• Is there a support email, and who do I contact for help?
• Can we get on a call, or is it possible a zoom jam?
• I posted in the Facebook group and nobody answered my post. Did you get my post?
• I ran into a problem with this morning's run. Who do I tell about this?
• Where do I send a bug?
• My ticket was closed and I still have questions.
• I never heard back and I do not know how to check.

If none of this gets you unstuck

Email bookedsolid@kivimedia.freshdesk.com with one line about what you were doing and one line about what happened instead, and attach a screenshot if you have one. If it is technical, attach a support bundle taken at the moment it failed. If email has already been tried and it is still not right, say the words "I would rather do this on a call" in your reply and we will sort out a time. Nobody here expects you to keep grinding at it alone.